With chat and messaging, the omni-channel customer engagement experience of your application broadens by providing customer service over the chat and messaging channels, such as Web Chatbot and Unified Messaging. This feature introduces a unified approach to manage the conversation between customer service representative (CSR) and customers from your website by sending and receiving text-based messages, regardless of the channel.

Administrators can create and configure the components that are needed to enable the chat and messaging feature on their application, such as configuring the chat server connection, configuring the queues for chat and messaging requests, and defining the routing conditions.

• Configuring the chat server in Pega Customer Service
• Configuring the content security policy
• Cross-Site Request Forgery (CSRF)
• Configure chat and messaging configuration settings
• Implementing queues and routing
• Implementing Augmented Agent
• Configuring bot failure escalation settings
• Managing inactive chat and messages
• Implementing page push
• Configuring the When chat CSRs are not available settings
• Configuring proactive chat
• Implementing customized and localized chat system messages
• Adding and enabling data masking
• Supported chat and messaging features by channel
• Pega Customer Service Chat in a reverse proxy server